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Agoda: An internal AI access scheme and the spread of work tools
- Company
- Agoda
- Country
- Singapore
- Adoption stage
- In operation
- Source published
- In use from
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
Agoda started with generative AI by holding a company-wide GPT hackathon in February 2023. As tools, teams and experiments grew quickly, new problems appeared. How to maintain governance, how to manage cost and how to prevent duplicated work were the tasks.
Technology and data
Agoda built a GenAI Proxy through which all internal generative AI traffic passes. New use cases are registered in the Agoda Service Catalog and go through legal and compliance review. Once approved, teams no longer have to handle authentication, billing and usage tracking separately. The proxy started with OpenAI.com and Azure OpenAI models and added more providers. It attaches per-team usage and cost at request and token level, and call limits and blocking of risky calls also happen here. For employees the company built its own Chat Assistant Platform. It holds a chat screen connected to internal systems, custom assistants, a playground for prompt experiments and a browser extension in one place. Query Assist lets non-technical staff generate SQL in natural language, and AskGoda answers internal technical questions from documents and past tickets.
Results
Generative AI apps and services grew from 119 in 2023 to 204 by the middle of 2025. Employee usage passed 50 percent in the third quarter of 2024 and reached 73 percent in the second quarter of 2025. Agoda said that as of July 2025, 73 percent of employees use generative AI productivity tools and generative AI handles an average of 45 percent of internal technical support tickets. AskGoda alone takes 50 percent of incoming tickets.
Limits and open questions
Cost savings or revenue contribution of each individual app and service are not in the source. Changes in conversion rate for customer-facing features are not given as numbers either.
Sources
- a retrospective agodas genai journey thus farmedium.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.